الوصف الوظيفي
A degree in a relevant area, such as business management, is particularly
useful, especially if it includes quality management modules.
Excellent documentation and presentation skills
Excellent knowledge of Microsoft Office & data analytics.
Profound knowledge of quality control standards.
Practical experience in quality assurance procedures.
Strong interpersonal skills, including adeptness in delivering constructive
feedback.
Effective organizational skills and familiarity with goal-setting
methodologies.
Evidence of skill in data visualization and understanding of support metrics.
Understanding of fundamental business metrics and their relationship with
support operations.
RequirementsKey Responsibilities
Establish and refine internal standards for support and quality assurance.
Evaluate support engagements against predetermined quality benchmarks.
Provide agents with constructive feedback and guidance during regular
meetings.
Engage in dialogue with agents to elaborate on and clarify feedback.
Analyse customer service metrics and their correlation with support team
performance.
Devise strategies to enhance support KPIs.
Assist in enhancing agent performance through targeted guidance and
ongoing support.
Identify training and onboarding needs and spearhead relevant initiatives.
Monitor customer service performance at both individual agent and team
levels.
Generate comprehensive reports reflecting support performance.
Communicate support team performance findings to upper management.
Participate in calibration sessions to ensure consistency in internal
evaluations.
Foster a positive team culture
